Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants assistance with his computer and a refund for a hard drive he cannot use We regret any dissatisfaction he may have
experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to discuss his concerns The representative processed a Return Authorization which has generated a refund for the hard drive and provided information for reloading the operating system and creating additional space on the customer’s system hard drive We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative,
*** has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has requested additional information from the customer that the customer has not provided. Due to this fact Dell cannot offer a resolution at this time. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
Dear Revdex.com I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceDell representative, ***, contacted the customer and apologized for the problemsThe representative assisted in resolving the credit issueThe representative confirmed the credit has been processed and provided credit memo ***The customer may contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:In the term of dell gift card it just says "cannot be used to purchase dell gift card", understand this and this explains why my order was canceledBut, it never says if purchasing gift card with gift card, "Gift Card funds will be forfeited" in their termSo dell should refund me the money back ASAP.
Regards,
*** ***
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative, ***
has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has issued return to depot service for the customer’s computer where it has been repaired. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
Complaint: ***
I am rejecting this response because: The issue is that I have two computers computer had a premium WarrantyThe warranty Service Level Agreement was violated and Dell failed to respond to the warranty terms of agreementThis caused me to replace the broken pc immediately(this is the reason why customers get this type of warranty coverage). I understand the mail in warranty and the resolve of refunding the money. I reject the SLA violation and the premium warranty resolveThey should pay for the replacement computerI did not buy a brand new computer I bought a refurbished computer I think its fair for them to replace that as well as the warranty refund
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced We regret any dissatisfaction he may have experienced and appreciate the feedback provided
Dell records indicate that the technical issue cannot be addressed as the customer’s computer indicates signs of liquid spillage and, for safety reasons, parts would need to be replaced in order to restore functionality This would not be covered under Dell’s Limited Hardware Warranty which covers hardware components that fail during use and does not cover hardware that has been physically damaged A Dell representative contacted the customer and informed him that Dell would not be able to provide an exchange computer as he requests, however we remain available to assist him via Dell’s fee-based Out of Warranty Repairs department should he want to purchase this service We ask that he contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsThe representative informed him via e-mail that when Dell provides a promotional third party item (TV)
at no additional charge with the qualifying purchase of a Dell computer, a separate invoice must be produced and sent to our third party vendor for fulfillment. The invoice amount ($195) for the promotional item is deducted from the total computer price in order to provide a separate receipt for warranty purposes and in the event a customer elects to return one or both itemsPlease note that our representative made multiple attempts to reach him; however, has not been able to further discuss this matterHis request for an additional $credit was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience. Our representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: As has become more common than not, company techs and reps throughout this process have stated untruths and, in cases where there just was no reasonable response to my questions or statements, they were just totally ignoredIn this case, Dell rep states that "follow up calls" [to me] "were not returned." There has been NO contact originating from Dell via phone, email or through the Revdex.com since my last Revdex.com response to Dell on April So it took yet another email from me after waiting two weeks to follow up. My last email and subsequent Revdex.com contact two weeks ago clearly stated why Dell's last offer at resolution was unacceptableYET, I DID PROVIDE AN ADDENDUM STATING THAT IF DELL WOULD STAND BEHIND A REFURBISHED COMPUTER AND PROVIDE ME WITH SOME ASSURANCE THAT I WOULDN'T WIND UP WITH ANOTHER LEMON, THERE WAS ROOM FOR DISCUSSIONOF COURSE, THE REPLACEMENT MUST CONTAIN THE EXACT SPECS I PURCHASED AND NOT JUST BE A SITUATION WHERE DELL PASSES OFF ANOTHER ONE OF THEIR RETURNED UNREPAIRABLE LEMONS JUST TO BE RID OF THIS MATTERIT IS REASONABLE THAT A BILLION DOLLAR COMPANY LIKE DELL IS WILLING TO "BET" ON THE QUALITY OF THEIR PRODUCT. I AWAIT A TIMELY RESPONSE
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of our last response, our records indicate a Dell representative remained engaged to provide assistance to reach final resolution Upon follow up, our representative verified with the customer that he has received a full refund We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***I don't agree with their decision or manipulative marketing but have come to terms with the situation and will choose to avoid Dell products in the futureThanks for your assistance.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I am still having issues with the replacement computer, until those are resolved I cannot consider the issue resolved Dell is working with me here, thanks to the Revdex.com they have taken steps they would not take for me on my own (which is really a shame) but until this thing works properly there is no way I can consider this resolved
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response regarding an operating system change to her computer We regret any miscommunication which may have occurred and appreciate the feedback Dell records indicate the issues have been addressed, and no further attempt will be made to reach the customer regarding this case We ask that she contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative explained the terms and conditions of Dell’s limited hardware warranty, which dictate
that software issues are not covered under the warranty
***
Our representative also confirmed Dell hardware functionalityAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative offered technical assistance; however, Mr*** elected not to accept our offer of assistanceHis request for replacement unit or refund was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.
Sincerely,
Executive Support Team
Incident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:I was offered a $gift certificate for opening a Dell credit accountI used my $but have never received the order
Regards,
*** * ***
Dear Revdex.com, Dell records indicate the last $credit posted on 4/6/under credit order ***Should Mr*** have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely Advanced Resolution Group Incident *** Dell
Complaint: ***
I am rejecting this response because: Dell
was gracious enough to provide me with a new tablet after multiple unsuccessful attempts to repair my unit. Regrettably the new product is also faulty. This new tablet suffers from severly poor wifi connectivity and a bed touch screen on the left half inch when in portrait mode. I have reached out to Satish at Dell customer support this morning at 3a.mbut have not received a response yet.
Regards,
*** ***
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submission Our records indicate
Dell representative; *** has been instrumental in assisting the customer with receiving the promised Smart TV. The TV was shipped and delivered to the customer on Friday, 01/13/2017. The customer has confirmed receipt and has thanked *** for his support. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Complaint: ***
I am rejecting this response because: Regretfully, Dell has rejected my offer of compromise. Offer was made to accept a new replacement computer or a full refund. Dell's offer to service and support my system for a fee based support along with "look to discount the price for you" is not acceptable.I stand by the information submitted in my original complaint. My computer has not been restored to it's original working condition during five(5) previous repairs. Currently my laptop does not work at all.Thank you for your efforts. I look forward to your thoughts for an appropriate resolution
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants assistance with his computer and a refund for a hard drive he cannot use We regret any dissatisfaction he may have
experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to discuss his concerns The representative processed a Return Authorization which has generated a refund for the hard drive and provided information for reloading the operating system and creating additional space on the customer’s system hard drive We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative,
*** has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has requested additional information from the customer that the customer has not provided. Due to this fact Dell cannot offer a resolution at this time. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
Dear Revdex.com I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceDell representative, ***, contacted the customer and apologized for the problemsThe representative assisted in resolving the credit issueThe representative confirmed the credit has been processed and provided credit memo ***The customer may contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:In the term of dell gift card it just says "cannot be used to purchase dell gift card", understand this and this explains why my order was canceledBut, it never says if purchasing gift card with gift card, "Gift Card funds will be forfeited" in their termSo dell should refund me the money back ASAP.
Regards,
*** ***
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative, ***
has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has issued return to depot service for the customer’s computer where it has been repaired. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
Complaint: ***
I am rejecting this response because: The issue is that I have two computers computer had a premium WarrantyThe warranty Service Level Agreement was violated and Dell failed to respond to the warranty terms of agreementThis caused me to replace the broken pc immediately(this is the reason why customers get this type of warranty coverage). I understand the mail in warranty and the resolve of refunding the money. I reject the SLA violation and the premium warranty resolveThey should pay for the replacement computerI did not buy a brand new computer I bought a refurbished computer I think its fair for them to replace that as well as the warranty refund
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced We regret any dissatisfaction he may have experienced and appreciate the feedback provided
Dell records indicate that the technical issue cannot be addressed as the customer’s computer indicates signs of liquid spillage and, for safety reasons, parts would need to be replaced in order to restore functionality This would not be covered under Dell’s Limited Hardware Warranty which covers hardware components that fail during use and does not cover hardware that has been physically damaged A Dell representative contacted the customer and informed him that Dell would not be able to provide an exchange computer as he requests, however we remain available to assist him via Dell’s fee-based Out of Warranty Repairs department should he want to purchase this service We ask that he contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsThe representative informed him via e-mail that when Dell provides a promotional third party item (TV)
at no additional charge with the qualifying purchase of a Dell computer, a separate invoice must be produced and sent to our third party vendor for fulfillment. The invoice amount ($195) for the promotional item is deducted from the total computer price in order to provide a separate receipt for warranty purposes and in the event a customer elects to return one or both itemsPlease note that our representative made multiple attempts to reach him; however, has not been able to further discuss this matterHis request for an additional $credit was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience. Our representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: As has become more common than not, company techs and reps throughout this process have stated untruths and, in cases where there just was no reasonable response to my questions or statements, they were just totally ignoredIn this case, Dell rep states that "follow up calls" [to me] "were not returned." There has been NO contact originating from Dell via phone, email or through the Revdex.com since my last Revdex.com response to Dell on April So it took yet another email from me after waiting two weeks to follow up. My last email and subsequent Revdex.com contact two weeks ago clearly stated why Dell's last offer at resolution was unacceptableYET, I DID PROVIDE AN ADDENDUM STATING THAT IF DELL WOULD STAND BEHIND A REFURBISHED COMPUTER AND PROVIDE ME WITH SOME ASSURANCE THAT I WOULDN'T WIND UP WITH ANOTHER LEMON, THERE WAS ROOM FOR DISCUSSIONOF COURSE, THE REPLACEMENT MUST CONTAIN THE EXACT SPECS I PURCHASED AND NOT JUST BE A SITUATION WHERE DELL PASSES OFF ANOTHER ONE OF THEIR RETURNED UNREPAIRABLE LEMONS JUST TO BE RID OF THIS MATTERIT IS REASONABLE THAT A BILLION DOLLAR COMPANY LIKE DELL IS WILLING TO "BET" ON THE QUALITY OF THEIR PRODUCT. I AWAIT A TIMELY RESPONSE
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of our last response, our records indicate a Dell representative remained engaged to provide assistance to reach final resolution Upon follow up, our representative verified with the customer that he has received a full refund We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:they never offered to replace the the product or us is it working properly
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***I don't agree with their decision or manipulative marketing but have come to terms with the situation and will choose to avoid Dell products in the futureThanks for your assistance.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I am still having issues with the replacement computer, until those are resolved I cannot consider the issue resolved Dell is working with me here, thanks to the Revdex.com they have taken steps they would not take for me on my own (which is really a shame) but until this thing works properly there is no way I can consider this resolved
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response regarding an operating system change to her computer We regret any miscommunication which may have occurred and appreciate the feedback Dell records indicate the issues have been addressed, and no further attempt will be made to reach the customer regarding this case We ask that she contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative explained the terms and conditions of Dell’s limited hardware warranty, which dictate
that software issues are not covered under the warranty
***
Our representative also confirmed Dell hardware functionalityAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative offered technical assistance; however, Mr*** elected not to accept our offer of assistanceHis request for replacement unit or refund was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.
Sincerely,
Executive Support Team
Incident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:I was offered a $gift certificate for opening a Dell credit accountI used my $but have never received the order
Regards,
*** * ***
Dear Revdex.com, Dell records indicate the last $credit posted on 4/6/under credit order ***Should Mr*** have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely Advanced Resolution Group Incident *** Dell
Complaint: ***
I am rejecting this response because: Dell
was gracious enough to provide me with a new tablet after multiple unsuccessful attempts to repair my unit. Regrettably the new product is also faulty. This new tablet suffers from severly poor wifi connectivity and a bed touch screen on the left half inch when in portrait mode. I have reached out to Satish at Dell customer support this morning at 3a.mbut have not received a response yet.
Regards,
*** ***
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submission Our records indicate
Dell representative; *** has been instrumental in assisting the customer with receiving the promised Smart TV. The TV was shipped and delivered to the customer on Friday, 01/13/2017. The customer has confirmed receipt and has thanked *** for his support. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Complaint: ***
I am rejecting this response because: Regretfully, Dell has rejected my offer of compromise. Offer was made to accept a new replacement computer or a full refund. Dell's offer to service and support my system for a fee based support along with "look to discount the price for you" is not acceptable.I stand by the information submitted in my original complaint. My computer has not been restored to it's original working condition during five(5) previous repairs. Currently my laptop does not work at all.Thank you for your efforts. I look forward to your thoughts for an appropriate resolution
Regards,
*** ***